Legal Matters

1. Cookie and Privacy Policies

At Franklite we are committed to protecting your privacy. We use the information we collect about you to inform you of features and offers, and to develop our service so that it meets our clients' needs. Our Cookie and Privacy Policies can be reviewed by clicking on their links at the bottom of every page on this website.

2. Copyright & Intellectual Property

All rights reserved, all luminaires are legally protected; any and all imitations, copies and forgeries will be subject to legal action.All logos, images, and text is protected by copyright and a legally binding agreement must be reached prior to any permitted use.Action will be taken gainst parties who use our intellectual property without our prior written consent.

3. Design Copyright

We reserve the right to alter any product, with regard to technical and design developments, without any prior notice and this may mean the actual product may slightly differ from the picture representation on the website.

4. Extended Warranties

All Franklite products carry a 12 month warranty from the date of delivery. Extended warranties are offered on particular LED products as detailed below.

Franklite 3 Year Extended As of October 1st 2011, all Franklite LED products pictured in the Retail Catalogue alongside the 3 YEAR WARRANTY logo are available with an extended 3 year warranty, commencing from the date of purchase. To qualify for this warranty you must complete the Warranty Form and return it with a copy of your receipt to us at the specified address. Terms and conditions are contained within the form and registration is compulsory for the warranty to be effective. A warranty confirmation will be sent to you to confirm we have received your documentation.

Frankled 5 Year Extended As of October 1st 2012, all Frankled LED products pictured in the Franklite C12 Catalogue alongside the 5 YEAR WARRANTY logo are available with an extended 5 year warranty, commencing from the date of purchase. To qualify for this warranty you must complete the Warranty Form and return it with a copy of your receipt to us at the specified address. Terms and conditions are contained within the form and registration is compulsory for the warranty to be effective. A warranty confirmation will be sent to you to confirm we have received your documentation.

 

5. Customer Charter

 - We will always endeavour to: -

 - Be customer focused (in mind and in all we do)

 - Be positive and supportive at all times

 - Take responsibility for delivery

 - Behave honestly and ethically

 - Be truthful and straightforward

 - Act with professional integrity

 - Use opportunities to educate and develop our customers

 - Share constructive feedback

 - Seek continuous improvement

 - Be accountable for results

 - Demonstrate our commitment to customers success

 

6.  Customer Service Lead Times

Non case type issue arises by phone:

We will try to resolve the issue there and then. If not, we would ask for all information to be sent in an e-mail, to Customer Services, and on receipt, would investigate, and escalate as required, hopefully for a quick resolution.

Case type issue arises:

We always ask for details of product/issue to be sent in an e-mail, to Customer Services.

On receipt of e-mail, a Case is raised in CRM, usually within 24 hours (subject to workload at that time)

An Acknowledgement is e-mailed to customer, with a Case number for reference.

If the issue being reported has not been made clear, Customer Service will send a subsequent e-mail to the customer, asking for further information (nature of problem, delivery note number/invoice number etc.)

For straightforward issues, (such as broken glass), the replacement is arranged by Customer Service Team, and item is sent, usually the same day. However, if the customer orders on a regular basis, we will send with their next order, unless specifically requested. (Subject to replacement parts being in stock)

If the issue is of a technical nature, this may require escalating to Management for investigation, and for a decision to be made, prior to sending a replacement. This can, on occasions, subject to the issue, take longer, but generally not longer than 48 hours. (Subject to replacement parts being in stock)

 

 Quotation Requests

We always ask that quote requests are sent on an e-mail to either Customer Services, or Quotes, indicating the project name, products required, quantities, and customers deadline.

On receipt, if all required information is not given, we will send a Request for Further Information e-mail, before we can begin the quote process.

If all information is given, if a project name has been given, we will raise an Opportunity in CRM, then a quotation will be raised and sent to the customer.

 

Subject to items requested, this can take from two working days, for standard products, to 14 working days for bespoke products, after design approval

Larger “Project” type quotes will be actioned by the Projects Team and can take up to 21 working days for bespoke products, after design approval.